Well here we go. 'PC World... with you every step of the way'!!!
Due to my old PC giving up on me in August this year, I went in to PC world to see what they could offer. The service I received was blunt and hurried. Nevertheless, I returned home a couple of hours later with a brand new Packard Bell PC complete with a 4 yr PC Performance coverplan.'Wow, this is pretty good' I thought, when I first switched on the computer. Having used Windows 95 on my previous PC, Windows XP was a luxury.
The computer continued to work fantastically for about 3 weeks. Then one day I switched the computer on to hear a tapping noise from inside the main box and the computer wouldn't boot up. 'No problem', I thought to myself, 'I'll just call the PC Support Line'.
After an in-depth discussion with the man at the end of the phone, it was confirmed that my hard disk drive had failed. As I had fortunately taken out this 'Coverplan', he arranged for an engineer to call a couple of days later.The engineer arrived (1.5hrs later than he said he would) and promptly changed the hard drive for a new
one he had with him. 'Have you got the rebooting disks that should have come with the PC?' he asked. When I told him I hadn't he said he would call his head office and ask them to get some sent out to me within 1 week. He called me back later that day to say that he had done that.
Well one week passed and there was no sign of the disks, so I called the PC Support Line again to see what was happening. The man at the end of the telephone couldn't answer that, or any of my other questions. All he offered to do was to re-order the disks. I didn't take him up on his offer thinking that maybe the original disks would arrive within the next couple of days.About 10 days later, there was still no sign of the disks, so I called again. This time I was told that the reason the disks had not been sent was because my PC had not been registered in my name with Packard Bell. No-one, not even the sales assistant in PC World, had told me that the PC needed to be registered. Anyway, the man registered it over the telephone and said that he would get these disks sent out. 'If there not there by the end of next week then call again' he said.
Guess what! They didn't arrive. We were now at about 3 weeks after the PC first failed (about 6 weeks since I bought it!). Another phonecall to the support line (charged at national rate each time!!) and I was told the disks had been sent out about 6 days before from Holland. How long does it take? I've sent things to America before that have arrived within 4 days. The man said 'if they're not there within the next three days, then call again'.
Three days later I called again. This time I spoke to the manager. He said that a set of disks had been sent out, but he would get another lot sent to me as soon as possible. I am here now, three days on from that phonecall, with no sign of any disks. I have a good computer upstairs that I paid a fair whack for, but it has no more than the BIOS on it. I'm sitting here writing this on an ancient PC a friend lent me so that I can access my emails.
To be honest I don't hold out much hope for ever seeing these disks. I shall probably just end up taking the computer back to PC World after the requisite '6 weeks after the engineer has called' and asking for my money back. In the coverplan it says that if the computer isn't fixed within 6 weeks of the engineer calling then they will replace the product or offer a refund in the form of vouchers!! No thankyou! I shall just have my money back and take my custom elsewhere, and I seriously advise other people to shop somewhere else.Perhaps PC World and its After Sales Support should change their catchphrase to: -
'PC World... with you every step of the way, until your computer fails'!
Update!!Well I'm now typing this update on the PC I bought. It took PC World and Co. almost 10 weeks (and £15 on my phone bill) to sort out how to send me some disks through the post. Ironically, every time I had asked for someone to telephone me to confirm the disks had been sent, I was informed that they were unable to do this yet the day after I received the disks a chap from PC World phoned to check that I had received them!
Anyway, the problem has finally been resolved, but I don't think I'll be in too much of a hurry to use PC World, or any of the other Dixons subsiduaries again in the near future. 
by (12%):
08.11.2002 20:03
I am quite an experienced PC user and I bought a Packard Bell. It is an excellent machine but I wish they wouldn't preload so much rubbish..Baz
15.10.2002 13:18
I have encountered a simular experience with PC World. I purchased a Patriot PC from them, one day after my father had purchased an identical system. His worked, and has continued to do so since he had it. Mine was dogged with problems since I unpacked it. I had to contact their 'help' center to start the system up! At my cost. All I had was a black screen being displayed. The system was eventually activated after a lengthy check/re-check and the computer worked reasonably well for about a week when I had the NTL Terayon broadband installed. The poor thing couldnot cope with this and after numerous telephone calls I decided to return the PC to them for inspection. They couldnot (or wouldnot) find anything wrong, and blamed NTL. My fathers equipment was installed to my NTl connection and it worked no problem. This was conveyed to PC WORLD, and head office got involved. All this time PC WORLD held onto my PC. As I had only used it for one week I asked for a refund, as the goods were not functioning properly. PC WORLD refused. I got trading standards involved and suddenly PC WORLD offered to fix the problem. 'What problem' asked I, as they had already told me there was no fault with the system. I refused, on the advice of trading standards, who then stepped up the pace with PC WORLD. As the goods were supplied in an unsatisfactory condition, and I had not agreed to any repairs I was entitled to a full refund or replacement. This took approximately three weeks to sort, but was well worth the wait, as I found the same system over £100 cheaper!!! Remember when buying goods in the UK, if they are supplied in a sub-standard condition you are entitled to a refund providing you donot allow or agree to any repairs. More information can be obtained from Trading Standards.
10.10.2002 18:29
PC WORLD - The mainframe of work experience students. I agree PC World is hopeless! Good op! :o)